Inquiries and Complaints Guide

Overview

MOH is committed to providing an efficient and fair resolution of public disputes to enhance our healthcare delivery system. We recognise that things can sometimes go wrong.  We aim to respond positively to any complaints and improve our processes from your feedback.

To facilitate this process, we hope that the below step-by-step outline of procedures will be of help to you in lodging your specific concerns or complaints with the healthcare service providers or the Ministry.

Knowing how and where to channel your specific concerns could help you resolve the issue more speedily and saves you time and effort as well.

What can I do if I have a complaint?

You should initially raise your concern with the specific healthcare provider ie person dealing with your case. A simple misunderstanding may have arisen which can be easily resolved.  You may find that your question or complaint can be satisfied in this way, informally. However, if this is not possible, you can ask for the issue to be considered as an official complaint. At this stage, you can lodge your complaint with the Healthcare Institution (HCI) either in writing by letter or e-mail. It would be helpful if you could define the cause of your dissatisfaction in terms of the above criteria i.e. omission, lack of quality or inappropriate conduct. Get to know who your case manager is. In writing to the HCIs, please include your full particulars (ie. Name, NRIC, gender, age, contact address and contact number).

STAGE 1: ISSUES MANAGEMENT AT HEALTHCARE PROVIDER LEVEL

The list of issues and service response time is indicated for your reference. As responsible HCIs, they should try to resolve your concerns. If you are not satisfied with the person who you are dealing with, then ask to escalate it to the person’s reporting officer.

Nature of complaint Institution Response Time
Public/Private Healthcare Institutions

  • Change of appointment dates or requesting for an earlier appointment
  • Medical care management while being an inpatient or outpatient
  • Service quality of medical staff ie doctors, nurses, healthcare professionals
  • Queries on itemised billing and financial discrepancies
  • Specific Healthcare Institution (HCI)

    Procedure:

    As a Service Provider, the Healthcare Institution has the responsibility to assist you in the first instance and to clarify any misunderstandings. It also allows them to carry out any detailed investigations and to respond to your specific concerns. Please scroll down for a list of the HCIS and their contacts.

    7 -21 days

    STAGE 2: ESCALATION

    If you are not satisfied with the reply from the healthcare institution you complained against, you can write to MOH, SMC, SNB, SDC, Singapore Mediation Centre or the private healthcare institutions listings, according to the nature of your complaint. In proceeding with this stage, please furnish the stage two institutions with the original complaint, all the written correspondences between the HCI and yourself/family.

    Nature of complaint Institution Response Time
  • National healthcare or health finance policy queries
  • Public health safety issues and feedback to MOH for review or consideration
  • Ministry of Health

    Procedure:

    http://www.moh.gov.sg/content/moh_web/home/about-us/feedback.html

    Tel: 1-800-225-4122

    MOH has an electronic system that logs in each public query and assigns a system number with a date and time stamp. This enables the web administrator to respond in a timely manner and allow for query tracking if needed.

     

    7 - 21 days

  • Professional conduct of a specific doctor
  • Singapore Medical Council

    Procedure:

    Complaints against medical practitioners are dealt with under Section 40 of the Medical Registration Act 1997.The complainant must state the full facts of his case and his allegations clearly in his letter of complaint against the doctor.

    http://www.healthprofessionals.gov.sg/content/hprof/smc/en/leftnav/information_for_publicpatients/lodging_complaint.html

    Statutory Declaration form

    The Complaints Committee can only proceed with the investigation after it has received an official complaint in writing and supported by a Statutory Declaration.

    Statutory Declaration form

     

     

    General enquiries:



    3 - 7 working days

     


    at least 9 months

     

  • Professional conduct of a specific nurse
  • Singapore Nursing Board

    Procedure:



    The board regulates the professional conduct and practice of registered nurses, enrolled nurses, registered midwives and Advanced Practice Nurses.  It looks into cases of court convictions, misconduct or negligence and health matters that affects fitness to practice.

    (1). Complaints that are not related to professional misconduct should be directed to the respective employing institutions.

    (2). Should there be an issue of professional misconduct, please write to the Board, with clear specific details of complaints including dates, place of incident and the name of the nurse/midwife.   Name and contact information of the complainant must be included and attention to :



    snb_contact@snb.gov.sg<mailto:snb_contact@snb.gov.sg>



    Tel:  64785414, 64785417, 64785416

     

    General enquiries:



    7 working days

     





    Complex cases:



    5 – 6 mths

     

  • Professional conduct of a specific dentist
  • Singapore Dental Council

    Procedure:

    The Council will look into cases where there is professional misconduct, performance impaired by ill health or conviction.

    Statutory Declaration form



    http://www.healthprofessionals.gov.sg/content/hprof/sdc/en/topnav/members_of_public.html



    Tel : 6355-2405 

     

    Resolution without SD:



    3 wks – 1 mth

    Resolution with SD:



    3 mths – 1 yr

  • Billing disputes and other complaints against dentist or dental clinics
  • Singapore Dental Association

    Complaints other than those of professional misconduct are directed to the Complaints Handling Committee of the Singapore Dental Association for mediation.

    e-mail: admin@sda.org.sg

    Tel : 6220-2588

     

    Resolution as soon as up to 2 months

  • Professional conduct of a specific pharmacist
  • Singapore Pharmacy Council

    Procedure:

    The Council regulates the professional conduct and ethics of registered pharmacists. It will look into cases where there is professional misconduct, performance impaired by ill health or conviction in a court of law.

    The Complaints Committee can only proceed with the investigation after it has received an official complaint in writing and supported by a Statutory Declaration.



    Statutory Declaration form

    Instructions on putting up a Statutory Declaration

    Tel : 6478-5068, 6478-5063, 6478-5067

     

    General enquiries:



    3 - 7 working days

  • Medical care and management
  • Service quality
  • Billing and financial disputes

  •  

    MOH Holdings Pte Ltd, Healthcare Mediation Scheme

    The Healthcare Mediation Scheme (HMS) promotes the use of mediation to resolve disputes between patients and healthcare institutions. At the mediation, independent mediators help parties achieve a mutually acceptable agreement by offering new perspectives in a confidential joint problem-solving process.

    The mediators will not fault-find or decide the case. Instead, the mediators assist parties in customising a comprehensive solution, which may include an explanation of medical opinions and findings, bill payment terms, financial compensation, or closed-door apology.

    Under HMS, parties enjoy subsidised mediation services. Parties can obtain more information on the fees as well as free mediation advice at the HMS Helpline 6622 3755 or email to mediate@mohh.com.sg.

     

     

     

    1 - 2 days during mediation

    Restructured Hospitals & Specialist Outpatient Clinics

    Public Hospitals

    National Healthcare Group

    Alexandra Hospital



    378 Alexandra Road

    Singapore 159964

    Feedback Line: 6379 3311

    Emaill Address: feedback@juronghealth.com.sg

    www.ah.com.sg 


    Institute Of Mental Health/Woodbridge Hospital




    10 Buangkok View

    Singapore 539747

    Feedback Line: 1800-3864541

    Email Address: enquiry@imh.com.sg

    Fax: 63851050

    http://www.imh.com.sg/



     

    National Skin Centre



    1 Mandalay Road

    Singapore 308205

    Feedback Line: 62534455

    Email Address: pr@nsc.gov.sg

    https://www.nsc.com.sg

      



    National University Hospital




    5 Lower Kent Ridge Rd

    Singapore 119074

    Feedback Line: 1800-7789243

    Email Address: QSM@nuhs.edu.sg

    http://www.nuh.com.sg/



     

    Tan Tock Seng Hospital



    11 Jalan Tan Tock Seng

    Singapore 308433

    Feedback Line: 6357 3078

    Email Address: patients_relations_services@ttsh.com.sg

    http://www.ttsh.com.sg/

     

     

     

    SingHealth

    KK Women's And Children's Hospital

    100 Bukit Timah Road

    Singapore 229899

    Feedback Line: 1800-2933297

    Email Address: feedback@kkh.com.sg

    http://www.kkh.com.sg/


     
    National Cancer Centre

    11 Hospital Drive

    Singapore 169610

    Feedback Line: 62369476

    Email Address: nccs@nccs.com.sg

    http://www.nccs.com.sg/Pages/Home.aspx/


    National Dental Centre


    5 Second Hospital Ave

    Singapore 168938

    Feedback Line: 63248795

    Email Address: www.ndcs.com.sg



    National Heart Centre Of Singapore

    5 Hospital Drive

    Singapore 169609

    Feedback Line: 67048000

    Email Address: nhcs@nhcs.com.sg

    www.nhcs.com.sg 


    National Neuroscience Institute Of Singapore Pte Ltd

    11 Jalan Tan Tock Seng

    Singapore 308433

    General Line: 63577153

    Email Address: Nni_enquiry@nni.com.sg

     

    Singapore General Hospital

    Outram Rd

    Singapore 169608

    General Enquiries: 6326 5350

    Email Address: sghfeedback@sgh.com.sg

    http://www.sgh.com.sg/



     

    Singapore National Eye Centre

    11 Third Hospital Avenue

    Singapore 168751

    Feedback Line: 6322 8375

    Email Address: feedback@snec.com.sg

    http://www.snec.com.sg/

     

     

     

    Eastern Health Alliance

     

    Changi General Hospital

    2 Simei Street 3

    Singapore 529889

    Feedback Line: 1800-8502823

    Email Address: feedback@cgh.com.sg

    http://www.cgh.com.sg/

    National Healthcare Group Polyclinics

    The polyclinics under the National Healthcare Group are listed

    below. When providing feedback to the email address below,

    please state the polyclinic referred to at the subject line. Thank

    you for your kind attention to this request.

    Feedback Mainline: 6496 6767

    Email Address: feedback@nhgp.com.sg

    http://www.nhgp.com.sg/

    Ang Mo Kio Polyclinic (National Healthcare Group)



    Blk 723 Ang Mo Kio Avenue 8 #01-4136

    Singapore 560723

    General Enquiries: 64582116

    Fax: 64585664

    http://www.nhgp.com.sg/contentview.aspx?article_id=553



     

    Bukit Batok Polyclinic (National Healthcare Group)



    50 Bukit Batok West Avenue 3

    Singapore 659164

    General Enquiries: 65603400

    Fax: 65662208

    http://www.nhgp.com.sg/contentview.aspx?article_id=555



     

    Choa Chu Kang Polyclinic (National Healthcare Group)



    2 Teck Whye Crescent

    Singapore 688846

    General Enquiries: 67659641

    Fax: 67650851

    http://www.nhgp.com.sg/contentview.aspx?article_id=557



     

    Clementi Polyclinic (National Healthcare Group)



    Blk 451 Clementi Avenue 3 #02-307

    Singapore 120451

    General Enquiries: 67775051

    Fax: 67757594

    http://www.nhgp.com.sg/contentview.aspx?article_id=559



     

    Hougang Polyclinic (National Healthcare Group)



    89 Hougang Avenue 4

    Singapore 538829

    General Enquiries: 63862377

    Fax: 63863783

    http://www.nhgp.com.sg/contentview.aspx?article_id=561



     

    Jurong Polyclinic (National Healthcare Group)



    190 Jurong East Avenue 1

    Singapore 609788

    General Enquiries: 6355 3000

    http://www.nhgp.com.sg/contentview.aspx?article_id=563



     

    Toa Payoh Polyclinic (National Healthcare Group)



    Blk 2003 Lorong 8 Toa Payoh

    Singapore 319260

    General Enquiries: 62596833, 62594450

    Fax: 62594731

    http://www.nhgp.com.sg/contentview.aspx?article_id=565



     

    Woodlands Polyclinic (National Healthcare Group)



    10 Woodlands Street 31

    Singapore 738579

    General Enquiries: 63677880

    Fax: 63674964

    http://www.nhgp.com.sg/contentview.aspx?article_id=567



     

    Yishun Polyclinic (National Healthcare Group)



    100, Yishun Central

    Singapore 768826

    General Enquiries: 67577790

    http://www.nhgp.com.sg/contentview.aspx?article_id=569

     

     

    SingHealth Polyclinics

    The polyclinics under the SingHealth Group are listed

    below. When providing feedback to the email address below,

    please state the polyclinic referred to at the subject line. Thank

    you for your kind attention to this request.

    Feedback Mainline: 62364800

    Email Address: SingHealthPolyclinics@singhealth.com.sg

    https://polyclinic.singhealth.com.sg/

    Bedok Polyclinic (Singhealth)



    Blk 212 Bedok North Street 1 #03-147

    Singapore 460212

    General Enquiries: 62436740

    Fax: 64444568

    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-Bedok.aspx



     

    Bukit Merah Polyclinic (Singhealth)




    Blk 163 Bukit Merah Central #04-3565

    Singapore 150163

    General Enquiries: 62713911

    Fax: 62724913

    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-BukitMerah.aspx


     

    Geylang Polyclinic (Singhealth)



    21 Geylang East Central

    Singapore 389707

    General Enquiries: 68422440

    Fax: 68423224

    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-Geylang.aspx


     

    Marine Parade Polyclinic (Singhealth)



    Blk 80 Marine Parade #01-792

    Singapore 440080

    General Enquiries: 63450049

    Fax: 63456275

    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-MarineParade.aspx#

     

    Outram Polyclinic (Singhealth)



    No.3 Second Hospital Avenue

    Singapore 168937

    General Enquiries: 64353980

    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-Outram.aspx


     

    Pasir Ris Polyclinic (Singhealth)



    1 Pasir Ris Drive 4 #01-11

    Singapore 519457

    General Enquiries: 65855390

    Fax: 65853693

    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-.aspx


     

    Queenstown Polyclinic (Singhealth)



    Margaret Drive

    Singapore 149692

    General Enquiries: 64719530

    Fax: 64794107


    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-Queenstown.aspx
     

    Sengkang Polyclinic (Singhealth)



    2 Sengkang Square #01-06 Sengkang Community Hub

    Singapore 545025

    General Enquiries: 63153500

    Fax: NA


    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-Sengkang.aspx
     

    Tampines Polyclinic (Singhealth)




    1 Tampines Street 41

    Singapore 529203

    General Enquiries: 67864070

    Fax: 67833132

    https://polyclinic.singhealth.com.sg/AboutUs/OurPolyclinics/Pages/SHP-Tampines.aspx

    Private Hospitals in Singapore:

    Hopital Name

    Adress

    Contact No.

    Email

    East Shore Hospital 321 Joo Chiat Place,

    Singapore 427990
    6344 7588 www.eastshore.com.sg

    Gleneagles Hospital 6A Napier Road,

    Singapore 258500
    6473 7222 www.gleneagles.com.sg

    Mount Alvernia Hospital 820 Thomson Road

    (opposite MacRitchie Reservoir),

    Singapore 574623

    6347 6688 www.mtalvernia-hospital.org

    Mount Elizabeth Hospital Ltd 3 Mount Elizabeth,

    Singapore 258510

    6737 2666 www.mountelizabeth.com.sg
    Thomson Medical Centre 339 Thomson Road,

    Singapore 307677

    6250 2222 www.thomsonmedical.com





    Raffles International Patients Centre 585 North Bridge Road,

    Singapore 188770

    6311 1666 www.raffleshospital.com



    enquiries@raffleshospital.com

    Adam Road Hospital 19 Adam Road,

    Singapore 289891

    6466 7777  
    Ang Mo Kio- Thye Hua Kwan Hospital 17 Ang Mo Kio Ave 9,

    Singapore 569766
    6453 8033 


    www.amkh.com.sg 
    enquiry@amkh.com.sg

    Role of the Medical Mediation Scheme in the public healthcare complaints management system

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